Customer Support Specialist

Job Summary

Seeking a high-performing Customer Support Specialist for a full-time remote position, this role focuses on providing technical assistance via multichannel support, managing complex user issues, and collaborating to enhance customer experience in a fast-paced SaaS environment.

Key responsibilities

• Provide expert assistance through live chat, email, and phone, handling a high volume of inbound support requests
• Resolve technical issues and maintain performance standards by consistently addressing a minimum of 8 tickets per hour
• Collaborate with internal teams to surface product feedback and improve support documentation

Required qualifications

• 2+ years of experience in a contact center or technical support role within the SaaS industry
• Proficiency with Zendesk or a similar CRM for managing support tickets
• Positive attitude towards AI integration in the workplace and quick adaptability to new software platforms
• Excellent verbal and written English skills; fluency in Spanish is a plus
• Associate's degree or higher is preferred